Intermittent Payment Errors in Client Portal

Update timeline

1. identified Sep 21, 2023, 03:44 PM UTC

   Hello! Some clients are running into intermittent payment failure errors in the Client Portal. All clients that have reached out to Aiwyn's support team regarding the issue have been made aware and we will follow up with them directly when the resolution is in place. Our engineering team has located the issue and is resolving this currently. As soon as this resolution is in place, we will follow up immediately with another status update. If you have any questions, please email [email protected]. Thank you for your patience.

2. monitoring Sep 21, 2023, 04:02 PM UTC

   A fix has been implemented and our team is continuing to monitor the client portal to ensure there will be no further difficulties. The errors were occurring from 11:00am -11:45am est. Thank you all so much for your patience, and to all who have emailed us directly to confirm payments, we will be following up in the next few minutes with you directly as we continue to review and ensure this successful resolution. Thank you!

3. resolved Sep 21, 2023, 05:15 PM UTC

   What Happened? Some client portal users were running into intermittent payment failures between 11:00am est - 11:45am est today due to a backup in data storage from a third-party service that Aiwyn uses. Our Commitment: Our engineering team resolved this issue and have put preventative measures for this to not occur in the future. We sincerely apologize for the inconvenience this may have caused. We appreciate you all so much. If you have any questions, please email [email protected]. Thank you for your patience.